CIS-CSM ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

The ability for end users to decline survey assignments

Number of survey reminder notifications

Trigger conditions Most Voted

Anonymize responses

Synchronization of all child cases as well as children of child cases on all levels

Child cases to be separated from Parent cases and will not be synchronized automatically

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

Case Lifecycle Reports

Case Action Summaries Most Voted

Post Case Reviews Most Voted

Case Post Mortem

Allows access to knowledge articles that are related to entitlements owned by a customer

Allows access to multi-product line knowledge articles

Allows access to knowledge articles that are related to products owned by a customer

Allows access to knowledge articles based on customer's security access

5 days

Cases are not automatically closed by default Most Voted

3 days

10 days

Cause

Closed

Resolution notes

Closed by

sn_customerservice_agent

sn_customerservice_manager

sn_customerservice.consumer_agent

admin

Lets agents and chat supervisors have a conversation without the requester knowing

Lets the chat supervisors have a conversation with the requester without the agent knowing

Lets agents have chat conversations with other agents without the requester knowing

Lets agents and requesters have a conversation without the chat supervisor knowing

Publishing the workflow

Defining workflow activities

Approving the workflow

Managing workflow versions

Partner

Account

Contact

Consumer

Risk Wana9emenI

ITOM Event Management

DevOps

Financial Management

Strategic Portfolio Management

A guaranteed reduction in call volume per month

Eliminate the need for more traditional performance analytics

Auto-generate clusters of cases that point to similar underlying issues

Create root cause solutions for similar cases

Natural-Learning Userability

Natural-Language Understanding Most Voted

Natural-Learning URL

Natural-Language URL

Order

Contract

FAQ

Monitoring

Request

Billing

Account

Sold Product

Consumer

Case

Blocked by approval

Blocked by case task

Blocked internally and by customer

Blocked by internally

Experience

Skills

Availability

Shifts

Capacity

Products

Frequently Asked Questions (FAQ)

Scoping Guide

Customer Service roles template

Stock Keeping Unit (SKU) and pricing sheet

Team members schedules are able to synchronize

More time to develop stories

Working across multiple systems of record

Delivery of core functionality quickly

Web Services

Active Directory

Import Sets

Integration Hub

Product ID

Service Logs

Install Base Attributes

Sales Records

Individuals

Partners

Contacts

Accounts

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

Shareable across KBs: Yes ; Multi-Level: No

Shareable across KBs: No ; Multi-Level: Yes

Shareable across KBs: No ; Multi-Level: No

Shareable across KBs: Yes ; Multi-Level: Yes

Skill seniority

Account team responsibility

Related task

Historical

Product expertise

Partner Admin (sn_customerservice. partner_admin)

Customer Admin (sn_cuslomerservlce.customet_admin)

Customer Service Agent (sn_customerservice_agent)

Consumer Support Agent (sn_customerservice.consumer_agent)

Knowledge Base

Knowledge Base and Category

Knowledge Base and Article

Knowledge Base, Category and Article

Optimize data in the Install base Item table

Create new child table for Install Base Item

Group into existing extended Install Base Item table

Store it in the baseline Install Base Item table

Auto Close Resolved Cases Workflow

Auto Close Resolved Cases Flow Designer Flow

Auto Close Resolved Cases Business Rule

Auto Close Resolved Cases Scheduled Job

sn_shn.max_num_alerts

sn_shn.note_preferences

sn_shn.popup_width

Agent domain

Assignment

Switching

Specific case attributes

CSM uses the Product table instead of the ITSM Asset table

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

CSM uses the Product Model table instead of the ITSM Asset table

Customer case manager (sn_customerservice.customer_case_manager)

Customer account manager (sn_customerservice.customer_account_manager)

Customer admin (sn_customerservice.customer_admln) Most Voted

Customer (sn_customerservice.customer)

Correlation

Simple Match

Scripted

Availability

Aggregate

2

Unlimited

1

3

Close Cases in Resolved state

Auto Close Resolved Cases Most Voted

Resolved to Close State

Move Resolved Cases to Closed

Outsourced Service Providers

Contacts

Internal users

Households

Reduces call volume

Makes it easier for Agents to manage case volume

Allows access to Knowledge Articles that are related to products owned by a customer

Information about customer’s service contract

Customer service manager (sn_customerservice_manager)

System administrator (admin) Most Voted

Customer administrator (sn_customerservice.customer_admin) Most Voted

Partner administrator [sn_customerservice.partner_admon] Most Voted

Service organization administrator (sn_customerservice.service_organization_admin)

Escalate a case on the add-m panel of Outlook

Register the sender of an email as contact

As the Microsoft Outlook user, register yourself as self-contributor

Create cases using email content in Outlook for the customer contact

Partner Service

Customer Service

Consumer Service

Product Service

Partner-to-customer

Customer-to-Consumer

Account-to-account

Partner-to-account

Account-to-customer

Group of users that usually share a common address and use services as a group

Group of people that usually share a common address and use services as a group

Group of customers that usually share a common address and use services as a group

Group of consumers that usually share a common address and use services as a group

Installed Products

Install Base Items

Assets

Sold Products

Configuration Items

It is available to any customer with a Community license

It is available by default with the Support and Service portals

It is only available to CSM license holders

Most of the configuration does not require System Administrator role

It increases security by automatically granting access to cases based on access to sold product.

It defaults the responsibility for access management to the customer.

It defaults the responsibility for access management to the customer service agent.

It improves the customer experience by enabling related parties to track and collaborate on cases.

Apply Role by Customer

Auto Assessment

Change Update to Close

Update Case Entitlement

Human Resource Application

Incident Management

Chat

Special Handling Note

Case (sn_customerservice_case)

Case Task (sn_customerservice_case_task)

Task (task)

Case Type (sn_case_type)

Admin

Registered

Public

Custom

Moderator

The form headers secondary values can only be displayed above the ribbon components

The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components

The form header for the case form can display five levels of field values from the case table

The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components

Contextual Search

Agent Assist

Dynamic Related Records

Record Information

Improves instance security by limiting accessibility to other applications on the instance

Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

IT can manage and control the pace of the CSM teams because dependencies have been put in place

The scope holds the records and acts as a container for the desired Customer Service Management Applications

Triggered SLAs

State changes

Customer comments

Activity updates

Allocation of resources based on real-time data

Identification of frequent service issues

Customization of case templates

Consolidation of customer interaction histories

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

The CMDB only tracks CIs, assets cannot be CIs

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The CMDB tracks all assets as configuration items (CIs)

Document the knowledge gap in the case worn notes and escalate the case

Use Related Links on the case form to report a knowledge gap

Post a question in one of the various Customer Service Management knowledge bases

Use the Create Knowledge button on the case form to report a knowledge gap

Escalation Rule

Escalation Template

Escalation Severity

Escalation Justification

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Activate the Auto Close Resolved Cases flow

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted

A dashboard with specific visualization of the different knowledge bases and categories

An application that helps agents and managers to create cases from Knowledge articles

Incidents and Problems

Tasks and Projects

Cases and Hours

Requests and Changes

proactive Case

Service-Aware Install Base

Service-Aware CMDB

Proactive Prevention

Service Reporting

Service Monitoring

Prevents changes to tables without explicit permission from IT

Prevents third party Integrations

Limits the number of update sets that can be applied

Limits accessibility to other applications in the Instance

Include it in the entitlement details

Track it as an Install Base characteristic

Document it in the product manual

Create a Install Base custom field

Task Activities

Skills Management

Openframe

Communities

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

Account

Incident

Customer Service Application

Special Handling Note

Chat

Schedules

Use Cases

Stories

Personas

Create case for product

Create case for asset

Update case from forward email

Create case from email

Update case using reply

One

Two

Three

Unlimited

A catalog item can be associated with one or more service catalogs Most Voted

Access to catalog items is determined by the service catalog's assigned user criteria

Service catalogs may contain multiple catalog items Most Voted

A catalog item can only be associated with one service catalog

Enables managers lo discreetly monitor chats between agents and customers

Enables agents to access response templates to help them resolve cases faster and more efficiently

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

Enables agents to keep information regarding details of the case visible at all times

Reduce support costs

Engagement with Customers

Get product feedback

Reduce cost per sales

Increase marketing effectiveness

CSM Query Rules

Data Policies

Access Types

Filtered Lists